Where is
my order?
Every order gets a tracking number by email the moment the label is printed. If it has not arrived, here is how to find it.
Four things to check,
in this order
-
Check your email, including spam
The confirmation comes first, then a second email with the tracking number when the piece ships. Both come from our workshop address — add it to your contacts and they will stop landing in spam.
-
Sign in to your account
Orders, addresses and tracking links all live under My account. If you checked out as a guest, use the email address you ordered with to look the order up.
-
Give it the full transit window
Two to five business days in transit is normal, and longer in the two weeks before Christmas. Carriers often scan a parcel as delivered a few hours before it actually lands.
-
Then call us
If the window has passed, call 704-345-2200 or email us with your order number. Everything we ship is insured, so a lost parcel gets remade or refunded — you do not have to argue with a carrier on our behalf.
Have your order number ready
It is in the subject line of your confirmation email and starts with a #. With that we can tell you exactly where the piece is, and if it has not shipped yet, which stage it is at in the workshop.
- Not shipped yet — we will tell you the day it goes out
- Shipped — we resend the tracking link
- Marked delivered but missing — we open a claim and remake it
- Wrong or damaged — photograph it and we remake or refund
Everything else is in the FAQ
Turnaround times, customization, wood types, returns and care instructions.